Zhenxiong (shenzhen) Industrial Park, Customer Satisfaction Improvement

This paper takes the Chen Hsong Shenzhen Industrial Park (CHIP) as research object, by using the theory and method of customer's value and degree of satisfaction, based on massive volume of survey materials about marketing and original statistical data of production quality system; quantitative and qualitative analysis on the degree of satisfaction of the CHIP and customers service system's status quo, indicating the present customer's satisfaction status as well as the major existing problems.Then, from the angle of the theory and practical point of view, the paper points out specifically the remedial strategy or resolving schemes on R&D, purchase, processing customers' complaint, perfecting customer's maintenance information system, company's internal operation mechanism and comprehensive strategy of customer's satisfaction and sales.At last, following the characteristic of the injection molding machine and combining the current situation of product quality and customer's satisfaction of the CHIP, this paper re-designs with the improvement on the customer's satisfaction evaluation system of the CHIP, which adopts six key elements as important indexes of appraisal, that is: function, price, after-sale service, products appearance, selling and practicability etc.. Furthermore, the evaluations are broken down in in-depth details, considering the method of unified weighting coefficient for the pursuance of appraising at horizontal, vertical and comprehensive perspective. Consequently, the evaluations on customer's satisfaction are more overall, true, and reliable for the future implementation of customer's satisfaction strategy by laying a pinpointed foundation for the company.